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Verizon Suffers NFL Mobile Failures on Opening Day

September 8, 2013 by 26 Comments

Did you have problems connecting to the Verizon NFL Mobile app Sunday? If so, it’s not your phone — it’s Verizon, which once again proved that it wasn’t ready for the opening day of the NFL season.

As a Verizon customer and a longtime NFL Mobile customer as well, I’ve experienced much frustration over the past couple years due to glitches with the app and programming for it. When it works I am amazed at the ability to watch live football on my phone. But how can two companies, the NFL and Verizon, which make billions in profits each year, have such consistent failures? Does anyone there care if the app actually works or not?

On Sunday I downloaded the new version of the NFL Mobile app, then tried to connect to watch RedZone for the afternoon game endings. I got an authentication failure, which surprised me since I had done everything possible beforehand (turned on all location services, turned off Wi-Fi) to make sure Verizon knew where my phone was.

After going through a half-hour of support hell waiting (including, ironically, a Drew Brees commercial telling me how great NFL Mobile is) I finally got a technician to tell me that because “so many people” were using the NFL Mobile app, Verizon’s network basically went kablooey, and that massive amounts of NFL Mobile users weren’t able to connect. Imagine that! People wanted to watch the NFL today! That’s like not stocking Elmo toys the week before Thanksgiving, or any similarly stupid move. The Verizon rep also told me that “because of high call volume” Sunday there weren’t enough technical reps at work to handle the NFL Mobile outage.

I will give the Twitter reps at NFL Mobile customer support a small bit of respect for finding my tweets and trying to respond, but really — this just shouldn’t happen. Not when the NFL itself says that more people are going to its websites via mobile than via desktops. The biggest app for the biggest sport simply shouldn’t have network failures. And reps shouldn’t be whining that too many people are trying to use it as the reason why it failed. Unless we all get a month’s credit on our Verizon bills.

Is “hiccups” on a server a new technical term? Is there a “hiccup reset” button?

As of 5 p.m. Pacific Time, it still wasn’t working for me. But the support folks found time for humor.

So — Verizon can pay the NFL a billion bucks for NFL Mobile rights, but can’t keep enough engineers on staff on Sundays to make the thing work? That’s fail with a capital F. Which is the grade we give Verizon for its performance on what is probably the sports world’s most-used app. And they’re locked in for four more years. Now I know what a Cleveland Brown fan must feel like.

UPDATE: At 5:42 p.m. Pacific Time NFL Mobile finally authenticated my device. Just in time to watch Tony Romo be Tony Romo.

Filed Under: 4G LTE, NFL Mobile, Verizon Wireless Tagged With: , , , , , , , , ,

Football On Your Phone — Manning Style, Bro

August 7, 2013 by 1 Comment

We write a lot about football on your phone — in fact I just did a long, kind of wonky piece earlier this week about the gyrations and gymnastics Verizon and the NFL are going through to justify Verizon’s $1 billion in rights for live football on a cellular phone. Of course there is another way to get football on your phone, and that is to switch your world to satellite and get DirecTV’s pricey Sunday Ticket — which lets you watch every NFL game, any time, on any device… including, yo, your phone.

Do we need a long post about it? No. Just the Mannings, the new TV pitchmen of the century. Take it away, boys.

Football in your pants, yo. I think Mobile Sports Report just jumped the shark.

Filed Under: NFL Tagged With: , , , , , , , , , ,

NFL, Verizon Introduce New NFL Mobile App

August 5, 2013 by 5 Comments

New NFL Mobile app; photo courtesy of NFL.

New NFL Mobile app; photo courtesy of NFL.

If you, like me, enjoy watching live NFL action on your Verizon smartphone, things are probably going to be a lot better this season as the league and Verizon have teamed up for a full refresh of the NFL Mobile app, which will also be available to smartphone customers of other carriers, with the only catch being that those customers won’t have access to live game action.

In a phone interview with Manish Jha, General Manager of Mobile at the National Football League, we learned about a whole bunch of new bells and whistles, maybe things you won’t necessarily notice, like improved back-end design and more up-to-date score information. What hasn’t changed for the 2013 season is the $5 monthly fee Verizon will charge its smartphone customers to view live NFL games on Sunday, Monday and Thursday nights, along with NFL network coverage and (perhaps most important) live RedZone coverage on Sunday.

(Don’t dismiss the RedZone coverage. If you live in California, like we do, you can sometimes get a full extra live game or two on Sundays because they are the only ones still going on.)

If your phone is from AT&T, or Sprint, or T-Mobile, you won’t be able to watch live action but you also won’t have to fight to find an NFL app that works well to bring you things like video highlights, replays, scores, and fantasy stats. Jha said the NFL and Verizon teamed up to produce one app to rule them all, the new NFL Mobile app which you should be able to find in the operating system app store of your choice. Also built into the new version of the app are some of the features from last year’s experimental Thursday Night Xtra app, which we never felt was fully baked; hopefully some of its interesting social media ideas are better fleshed out this time around.

“We want to make this the definitive NFL experience for a smartphone,” said Jha. And well should the NFL pay a lot of attention to mobile access: According to Jha, during last season mobile traffic to all NFL Internet sites surpassed desktop Internet traffic, even as that latter figure also increased.

Read that again: Mobile traffic to NFL sites eclipsed desktop traffic last year, even as desktop traffic grew. So now you have an idea why Verizon paid $1 billion to keep the rights for 4 more years as the NFL’s exclusive mobile carrier.

The only thing we still argue about is the league and Verizon’s decision to keep live cellular action off tablets; the Verzion NFL Mobile live access only works for devices they consider “phones,” though Jha even admits that such a definition may be a short-time thing, given the trend of phones getting big phat screens.

“We’re staying on top of trends, watching what comes out of Silicon Valley,” Jha said. “Right now we’re being pragmatic, trying to strike the right balance between serving fans and creating value for our sponsor.”

Filed Under: 4G LTE, AT&T, NFL, NFL Mobile, Verizon Wireless Tagged With: , , , , , , ,

Why Verizon Makes You Turn on GPS for NFL Mobile: So They Can Market the Data

October 8, 2012 by 1 Comment

In using the excellent (if sometimes buggy) NFL Mobile app this football season, I did notice one new annoying thing: The app requires you to turn on location services before it lets you watch games, a relationship I struggled to understand since there is no geographic blackout or anything else rights-related with the games that are carried by the app.

Turns out, the reason for the link is that Verizon is selling the aggregate data they get from mining their audience’s locations, a topic Verizon discusses in depth with Fierce Wireless. Though the security aspects of having my phone company aggressively marketing my location data doesn’t bother me that much (having to turn on and off the GPS is a bigger pain to me), Karl Bode over at DSL Reports smartly points out that the promises of big carriers like Verizon don’t really mean that much because the companies regularly assist the government when asked for cell phone data.

I get it that Verizon wants to monetize its services more, but worry that heavy handed continued data mining like the NFL Mobile app experience tilts too far in favor of the big paying customer (here the NFL) over the small paying customer, the average fan. Compared on a one-to-one basis, there’s no way to equate the worries of one person who doesn’t like to turn on GPS services (drains the battery!) to the needs or paying desires of a client like the NFL. But in the long run such unbalanced focus will lead to nobody using such apps if they are loaded with hoops you have to jump through simply to let Verizon earn more bucks.

Filed Under: Android, Apple, Apps, NFL, NFL Mobile, Verizon Wireless Tagged With: , , , , , ,

Yes, You Can Watch Cowboys vs. Giants on your Phone Tonight; But it Will Cost You $5 per Month

September 5, 2012 by 1 Comment

To answer the most pressing mobile sports question today: Yes, the Cowboys-Giants NFL Season Opener will be available live via the NFLMobile app (8:30 p.m. ET start), but you will need a Verizon phone to watch it, and be prepared to pay the $5 per month unadvertised fee that goes along with live action via the app this season.

I’ve been giving the folks at Verizon Wireless a bunch of grief on Twitter today mainly because the $5 per month charge isn’t found anywhere in the advertising or promotional material for the app. Last year the NFLMobile app was pretty much free for anyone who purchased a new Verizon 4G LTE phone and a 2-year contract, but this year the free live video lunch is over and Verizon will extract $5 from your pocket per month.

Let me say right here that I don’t think 5 bucks per month is an extravagant charge, since the app is pretty good — it will give you RedZone on Sunday afternoons, plus live viewing of games on Sunday nights, Monday nights and Thursday nights. My guess is that live mobile viewing will cost a lot more in the future, if and when the NFL puts an MLB.com package in place as it looks like they are moving to do. Nothing is announced yet, so stay tuned. And if you have a Verizon phone, though $5 a month sounds bad now it will probably be the lowest amount you will ever pay for live football in the seasons to come.

Filed Under: 4G LTE, Apple, Apps, NFL, NFL Mobile, NFL Network, Verizon Wireless Tagged With: , , , , , , ,

Verizon Kills Free NFL Mobile, Now Charging $5 per Month

August 18, 2012 by 8 Comments

Last year when Verizon was heavily promoting its new 4G LTE network, football fans who bought new smartphones that used the network got a great benefit: Free access to Verizon’s NFL Moble app and its limited schedule of live coverage, including Thursday night, Sunday night and Monday night games.

But without any fanfare — and without any visible information, until you load the app and try to watch a game — Verizon is now charging $5 per month to watch live games, according to the splash screen that greeted me when I tried to watch some preseason action Saturday night while my daughter was monopolizing the TV in the living room.

Though Verizon paid a bundle for rights to mobile access to NFL games, I will bet anyone a pint that it’s a contract that won’t be renewed whenever it comes due. From what we have seen so far it’s pretty obvious that the NFL is moving in a baseball direction, with its new watch online packages looking a lot like the MLB.com packages that make baseball hundreds of millions each year.

Though you will need a Verizon contract to watch games on a mobile/cellular device this season, we expect that by 2013 there will be a much wider range of options to watch NFL games online or via cellular devices — and they will likely cost a lot more than $5 a month, so we’re not going to bellyache too much here (though reviewers on the App Storses are already po’d). But it would be nice if Verizon was more honest and put the $5 per month charge somewhere folks could see it. The app may be free to download, but don’t be fooled. Your days of free NFL on mobile devices is over.

Filed Under: 4G LTE, NFL, NFL Mobile, Verizon Wireless Tagged With: , , , , ,
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